Return window & eligibility
You may request a return within 14 calendar days after delivery. To be eligible, the item must be unused, in its original condition, and returned with all original packaging.
Return shipping
For a return that is not caused by damage, defect, or an error on our part, the customer is responsible for return shipping costs. Original outbound shipping is included with the order and is not refundable as a separate cash amount.
Damage on arrival
If an item arrives damaged, contact us within 7 calendar days of delivery at hellomobai@163.com. Please include clear photos of the item, all packaging, and the shipping label. We will review the information and arrange an appropriate resolution where damage in transit is confirmed.
Natural materials & handmade variations
Each work includes natural shell and is made by hand. Variations in shell color, sheen, grain, texture, shape, and small hand-finished details are inherent to the material and process. These natural and handmade variations do not by themselves constitute a defect.
Refund processing
After a returned item is received and inspected, we will notify you of the outcome. If approved, the refund will be issued to the original payment method. Processing times may vary by payment provider.
Return assistance
For assistance with a return, contact hellomobai@163.com.
Return method & fees
Returns are made by mail. For returns not caused by damage, defect, or an error on our part, customers arrange the return shipment and are responsible for the return label and postage. We do not charge a restocking fee.
Exchanges
We do not offer direct exchanges. You may request a return under this policy and place a new order if you would like another item.
